Service Design or Design for Service
My attempt to explain that Service Design is NOT only about designing services, and that “Service”, in the eyes of a Customer, is something completely different than businesses usually treat it for.

Destroying Customer Value
A personal experience with a telecoms provider resulted in a perfect case to explain what types of Value, beyond financial value, are at stake these days when you only have your company’s interests in mind. Btw.. this post has 37 comments, including one from the telecoms provider!

Net Promoter Score versus the Customer Experience
Somehow this 2009 post on Zappos and NPS became a rising star over the past six months. Must be the popularity of both, because I did next to nothing to promote this post. The discussion in the comments is highly recommended!

The Future of Social Listening
In this post I provide six directions for the future of Social Media Monitoring which should prevent you from going through the trough of disillusionment and go straight through to the plateau of productivity..